Cisco Unified Contact Center Management Portal User guide

Administration Guide

for Cisco Unified Contact Center Management Portal

Release 11.6

June 2017

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Contents

Administration Guide for Cisco Unified Contact Center Management Portal

June 2017

i

Contents

Contents ................................................................................................................. i

Preface .................................................................................................................. v

Purpose .......................................................................................................... v

Audience ......................................................................................................... v

Organization ................................................................................................... v

Related Documentation ............................................................................... vi

Product Naming Conventions ..................................................................... vi

Conventions ................................................................................................. vii

Obtaining Documentation and Submitting a Service Request .............. viii

Field Alerts and Field Notices ................................................................... viii

Documentation Feedback .......................................................................... viii

Unified CCMP Overview ...................................................................................... 9

Operational Overview .................................................................................... 9

Basic Administration Tasks .............................................................................. 10

Configuration of Unified CCMP Security .................................................. 10

First Steps for Host Administrators .......................................................... 11

Configuring Imported Resource Data ............................................. 11

Equipment Mapping .................................................................. 11

Automatic Resource Movement ............................................... 11

Shared Remote Resources ...................................................... 12

Creating a Tenant Administrator ..................................................... 12

Assigning Administrator Privileges ........................................... 13

Using the Agent Password Reset Utility ................................................... 13

To change a password .................................................................... 14

Password Complexity Rules ........................................................... 14

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Unified CCE Password Compliancy ................................................ 14

System Architecture .......................................................................................... 15

Web Application .......................................................................................... 16

Application Server ....................................................................................... 16

Identity Server .............................................................................................. 16

Data Import Server ...................................................................................... 16

Provisioning Server ..................................................................................... 16

High Availability ........................................................................................... 17

Application Server to Database Connections ................................. 17

Database Server Component Failover ............................................ 18

Remote Resource Provisioning ........................................................................ 19

System Management ................................................................................... 19

Remote Resource States ............................................................................ 19

State Descriptions ........................................................................... 20

Pending Active .......................................................................... 21

Ready ....................................................................................... 21

Error .......................................................................................... 21

Delete Pending ......................................................................... 21

Deleted ..................................................................................... 22

User Interface .................................................................................. 22

Database Codes ............................................................................. 22

Memberships ................................................................................... 23

State Machine Scenarios ................................................................ 23

Provisioning Non-CCE Peripheral Types .................................................. 24

Unified CCE Purge Logic ............................................................................ 25

Mobile Agent Support ................................................................................. 26

About Mobile Agents ....................................................................... 26

Configuring Mobile Agent Support in Unified CCE ......................... 26

Configuring Mobile Agents .............................................................. 26

About Configuring Mobile Agents ............................................. 26

Configuring the Agent Desk Settings for Mobile Agents .......... 27

Configuring CTI Ports and Device Targets for Mobile Agents . 27

Partitioned Internet Script Editor ............................................................... 28

About the Partitioned Internet Script Editor .................................... 28

Configuring ISE Integration with Unified CCMP ............................. 28

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About the Configuration Steps .................................................. 28

Configuring Internet Script Editor to use Unified CCMP Security Partitioning

.................................................................................................. 28

Creating a Linked Unified CCE and Unified CCMP User ......... 29

Supported Objects .......................................................................... 31

Troubleshooting ISE Integration with Unified CCMP ...................... 33

Error Reporting ......................................................................... 33

Error when starting ISE ............................................................ 33

Failed to connect to Authorization Server................................. 33

Unable to see required resources ............................................ 37

Auditing and Monitoring .................................................................................... 39

Audit Histories ............................................................................................. 39

Resource Audit History ................................................................... 39

Activity Monitor ................................................................................ 39

Logging ......................................................................................................... 39

Logging Levels ................................................................................ 39

Log File Locations ........................................................................... 40

Performance Counters ................................................................................ 41

Unified CCMP Data Pipeline Object ............................................... 42

Unified CCMP Application Server Object ....................................... 42

Unified CCMP Provisioning Object ................................................. 43

Unified CCMP <Service Type> Connection Health Object ............. 44

Unified CCMP <Service Type> Connection Requests ................... 44

Configuring SNMP Traps ............................................................................ 44

Enable the Windows SNMP Feature .............................................. 44

Configure the SNMP Service for Trap Forwarding ......................... 45

Configure Windows Events to forward to SNMP ............................ 45

Standard Administrative Operations ............................................................... 47

Service Restart Configuration .................................................................... 47

Resetting Default Database Connections ................................................. 47

Connection Updater Features ......................................................... 48

Connection Updater Usage ............................................................. 49

Testing Connections ................................................................. 50

Restart Services ....................................................................... 50

Actions After Upgrading Unified CCE ....................................................... 50

User Migration Tool .................................................................. 51

Advanced Administrative Operations .............................................................. 52

Enabling and Disabling Cluster Configuration Components ................. 52

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Database Backup and Recovery ................................................................ 53

Troubleshooting ................................................................................................. 54

DBCheck ....................................................................................................... 54

Overview ......................................................................................... 54

Architectural Background ................................................................ 55

Installation ....................................................................................... 55

Configuration ................................................................................... 55

Running DBCheck ........................................................................... 57

Logging and Error Reporting ........................................................... 59

Reviewing Logs ............................................................................... 59

Troubleshooting DBCheck .............................................................. 59

Unified System CLI ...................................................................................... 60

About Unified System CLI ............................................................... 60

Installing Unified System CLI .......................................................... 60

Starting Unified System CLI ............................................................ 60

Getting Help .................................................................................... 60

Unified System CLI Command Reference ...................................... 61

General Troubleshooting ............................................................................ 63

Delays in Importing Agent Changes ............................................... 63

Web Portal Timing Dialogs ............................................................. 63

Installing the UCCE Config Web Service Certificate ...................... 63

Installing the Security Certificate in the User Certificate Store . 64

Installing the Security Certificate in the Computer Certificate Store 65

Installing the Security Certificate for ICE Users ....................... 66

Unable to Associate Domain User Account with a Supervisor ....... 66

Preface

Purpose

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Preface

Purpose This document explains how to administer and provision the Unified Contact Center

Management Portal (Unified CCMP) platform.

Audience This document is intended for all users of Unified CCMP, from high-level

administrators to team supervisors. The reader needs no technical understanding

beyond a basic knowledge of how to use computers.

Organization

The sections of this guide are as follows:

Chapter 1 Unified CCMP Overview This chapter provides a general

overview of Unified CCMP

Chapter 2 Basic Administration Tasks This chapter explains the basic

principles behind the day-to-day

administration tasks required for unified

CCMP.

Chapter 3 System Architecture This chapter gives an overview of the

Unified CCMP system architecture

Chapter 4 Remote Resource Provisioning This chapter explains how remote

resources are provisioned by Unified

CCMP.

Chapter 5 Auditing and Monitoring This chapter describes the auditing and

monitoring features in Unified CCMP.

Chapter 6 Standard Administrative Operations This chapter describes standard

administration operations.

Chapter 7 Advanced Administrative

Operations This chapter describes some advanced

administration operations.

Chapter 8 Troubleshooting This chapter provides some

troubleshooting advice.

Preface

Related Documentation

Documentation for Cisco Unified ICM/Contact Center Enterprise & Hosted, as well

as related documentation, is accessible from Cisco.com at:

http://www.cisco.com/cisco/web/psa/default.html.

• Related documentation includes the documentation sets for Cisco CTI Object

Server (CTIOS), Cisco Agent Desktop (CAD), Cisco Agent Desktop - Browser

Edition (CAD-BE), Cisco Unified Contact Center Domain Manager, Cisco

Unified Customer Voice Portal (CVP),Cisco Unified IP IVR, Cisco Unified

Intelligence Center, and Cisco Support Tools.

• For documentation for these Cisco Unified Contact Center products, go to

http://www.cisco.com/cisco/web/psa/default.html, click Voice and Unified

Communications, then click Customer Contact, then click Cisco Unified

Contact Center Products or Cisco Unified Voice Self-Service Products, then

click the product/option you are interested in.

• For troubleshooting tips for these Cisco Unified Contact Center products, go to

http://docwiki.cisco.com/wiki/Category:Troubleshooting, then click the

product/option you are interested in.

• Documentation for Cisco Unified Communications Manager is accessible from:

http://www.cisco.com/cisco/web/psa/default.html.

• Technical Support documentation and tools are accessible from:

http://www.cisco.com/en/US/support/index.html.

• The Product Alert tool is accessible from (sign in required):

http://www.cisco.com/cgi-bin/Support/FieldNoticeTool/field-notice.

• For information on the Cisco software support methodology, refer to Software

Release and Support Methodology: ICM/IPCC available at (sign in required):

http://www.cisco.com/en/US/partner/products/sw/custcosw/ps1844/prod_bulletin

s_list.html.

For a detailed list of language localizations, refer to the Cisco Unified ICM/Contact

Center Product and System Localization Matrix available at the bottom of the

following page:

http://www.cisco.com/en/US/products/sw/custcosw/ps1001/prod_technical_reference

_list.html.

Product Naming Conventions

In this release, the product names defined in the table below have changed. The New

Name (long version) is reserved for the first instance of that product name and in all

headings. The New Name (short version) is used for subsequent instances of the

product name.

Note This document uses the naming conventions provided in each GUI, which

means that in some cases the old product name is in use.

Preface

Conventions

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Old Product Name New Name (long version) New Name (short version)

Cisco IPCC Enterprise

Edition

Cisco Unified Contact Center

Enterprise

Unified CCE

Cisco IPCC Hosted Edition Cisco Unified Contact Center

Hosted

Unified CCH

Cisco Intelligent Contact

Management (ICM)

Enterprise Edition

Cisco Unified Intelligent

Contact Management (ICM)

Enterprise

Unified ICM

Cisco Intelligent Contact

Management (ICM) Hosted

Edition

Cisco Unified Intelligent

Contact Management (ICM)

Hosted

Cisco CallManager/Cisco

Unified CallManager

Cisco Unified Communications

Manager

Unified CM

Conventions

This document uses the following conventions:

Convention Description

boldface font Boldface font is used to indicate commands, such as entries, keys, buttons,

folders and submenu names. For example:

• Choose Edit > Find

• Click Finish

italic font Italic font is used to indicate the following:

• To introduce a new term; for example: A skill group is a collection of

agents who share similar skills

• For emphasis; for example: Do not use the numerical naming

convention

• A syntax value that the user must replace; for example: IF (condition,

true-value, false-value)

• A book title; for example: Refer to the User Guide for Cisco Unified

Contact Center Domain Manager

window font Window font, such as Courier, is used for the following:

• Text as it appears in code or that the window displays; for example:

<html><title>Cisco Systems, Inc. </title></html>

< > Angle brackets are used to indicate the following:

• For arguments where the context does not allow italic, such as ASCII

output

Preface

Obtaining Documentation and Submitting a Service Request

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• A character string that the user enters but that does not appear on the

window, such as a password

Obtaining Documentation and Submitting a Service Request

For information on obtaining documentation, using the Cisco Bug Search Tool

(BST), submitting a service request, and gathering additional information, see What's

New in Cisco Product Documentation, at:

http://www.cisco.com/c/en/us/td/docs/general/whatsnew/whatsnew.html.

Subscribe to What's New in Cisco Product Documentation, which lists all new and

revised Cisco technical documentation as an RSS feed and delivers content directly

to your desktop using a reader application. The RSS feeds are a free service.

Field Alerts and Field Notices

Cisco products may be modified or key processes may be determined to be

important. These are announced through use of the Cisco Field Alerts and Cisco

Field Notices. You can register to receive Field Alerts and Field Notices through the

Product Alert Tool on Cisco.com. This tool enables you to create a profile to receive

announcements by selecting all products of interest.

Log into www.cisco.com and then access the tool at

http://www.cisco.com/cisco/support/notifications.html

Documentation Feedback

To provide comments about this document, send an email message to the following

address: contactcenterproducts_d[email protected]om

We appreciate your comments.

2BUnified CCMP Overview

19BOperational Overview

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Unified CCMP Overview

Operational Overview

The Unified Contact Center Domain Manager (Unified CCMP) is a suite of server

components that simplify the operations and procedures for performing basic

administrative functions such as managing agents and equipment

Unified CCMP consists of the following components:

• The Database Server component holds information about all the resources (such

as agents and dialed numbers) and actions (such as phone calls and agent state

changes) within the system.

• The Application Server component manages security and resilience, enabling

one side of a dual-sided Unified CCMP to use the other side’s servers if one of

the servers or connections fails.

• The Identity Server component provides a lightweight authentication service

that includes Local, Windows, and ADFS authentication.

• The Web Server component provides the user interface that enables users to

perform resource management and administrative tasks.

• The Data Import Server component imports resources (for example Agents,

Skill Groups) into the Unified CCMP Database and synchronizes changes made

to those resources outside of the Unified CCMP environment.

• The Provisioning Server component provides the mechanism to commit

resource changes made by Unified CCMP users to back-end contact center

systems, for example the Cisco Unified Contact Center Platform.

These components are normally installed on more than one machine.

3BBasic Administration Tasks

20BConfiguration of Unified CCMP Security

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Basic Administration Tasks

Unified CCMP is a browser-based management application designed for use by

contact center/system administrators, business users and supervisors. The Host

Administrator user is created when the application is installed. This user does not

manage the Unified CCMP application on a day-to-day basis, but will set up tenant

administrator users to do so for each configured tenant in the system.

Configuration of Unified CCMP Security

The Unified CCMP web application has a typically small number of different user

types:

• Host Administrator is responsible for the whole platform and therefore has a

view across all the equipment and resources

• Tenant Administrator is responsible for the slice of the system assigned to the

tenant by the host administrator

• Tenant User has access only to the resources and tools assigned by the tenant

administrator. Several sub-classes of tenant user may be created by the tenant

administrator using user groups and roles to achieve their business requirements.

• Supervisor User has access to one or more Agent Teams that they supervise in

the contact center. They will have permissions to create Agents and assign them

to Teams and Skill Groups

On a new system the Host and Tenant Administrators perform their respective tasks

before the Tenant and Supervisor users are given access to the system.

A host administrator is responsible for global platform security management, whereas

a tenant admin will be responsible for security management of only the resources in

their domain. Security management can be thought of as the process of determining

which users can perform which actions in which folders.

This involves creating and managing the following entities:

• Folders. The security system used by Unified CCMP is based on a hierarchical

folder structure where child folders may inherit permissions from their parent.

This means that the folder hierarchy should ideally be designed with security

requirements in mind.

• Users and Groups. Users can be assigned to groups of users with the same

security permissions. A number of predefined groups with commonly required

permissions are provided.

• Roles and Tasks. Control the actions that can be performed within a folder. Each

task is an individual kind of action, such as browsing resources or managing

information notices. These tasks are collected together into roles. For example,

3BBasic Administration Tasks

21BFirst Steps for Host Administrators

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you could create an Auditor role that included the ability to manage audit reports,

browse audit reports, and browse resources, and then assign certain groups or

even individual users the permission to perform that role within certain folders.

For each role a user or group is assigned, they must also be assigned an equivalent

global role. Removing a global role removes that user’s ability to perform the

corresponding non

-global roles anywhere within the system, meaning it is possible to

remove permissions in a single click where necessary. The default groups have the

correct global permissions pre

-assigned.

Security is explained in more detail in the Security Management chapter of the User

Guide for Cisco Unified Contact Center Domain Manager.

First Steps for Host Administrators

The Host administrator is responsible for:

• Ensuring that the remote resources (such as Skill Groups, Agents and Call Types)

are correctly located in the tenant folder

• Creating a Tenant Administrator user for each tenant

• Adding them to the administrators group for the tenant and assigning any specific

roles

Configuring Imported Resource Data

After the initial data import, remote resources imported from Unified CCE and

Unified CM are associated with their respective tenants and will be automatically

stored in their associated folders.

Equipment Mapping

After installation the host administrator should configure the remote equipment

mappings for the system so that resources are placed in the appropriate segregated

tenant folders.

An equipment mapping provides a link between a folder in Unified CCMP and the

remote equipment, telling the Unified CCMP importer where resources should be

placed. To define an equipment mapping, use the Integrated Configuration

Environment (ICE) Cluster Configuration tool, Equipment Mapping tab.

For more information see Integrated Configuration Environment (ICE) for Cisco

Unified Cisco Unified Contact Center Domain Manager.

Automatic Resource Movement

Prefixes may be used to manage the automatic movement of remote resources to

associated folder locations.

3BBasic Administration Tasks

21BFirst Steps for Host Administrators

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To map a prefix to a tenant for the importing of Unified CCE or Unified CM data,

the user must have host administrator

privileges.

You can only map a prefix to a tenant folder. Any individual item moved to a folder

is then excluded from the prefix management import job to prevent it from being

automatically moved by the system.

Additional information on creating Prefixes is available in the User Guide for Cisco

Unified Contact Center Domain Manager.

Shared Remote Resources

Where multiple tenants share a Unified CCE or Unified CM then resources will be

put into the system unallocated folder. An administrator must then place these remote

resources into the appropriate tenant folder through either the Unified CCMP user

interface or through the use of Unified CCMP Prefix mappings. Related resource

items, such as IP Phones and their Directory Numbers or Agents and their associated

Person should be moved to the same folder.

Resources associated with more than one tenant, such as peripherals, media routing

domains and phone types should be placed in a folder that should be readable by

users from those tenants. More information on how to manage security in Unified

CCMP can be found in the User Guide for Cisco Unified Contact Center Domain

Manager.

Creating a Tenant Administrator

1. Click Tools link at the top right of the web page to display the Tools page.

2. In the Security Manager section, click User Manager.

3. Click Users tab to access the User Browser page.

4. Select the tenant folder and click New.

5. Fill in the following fields:

• User Name field enter the name as it will appear in the system for the new

user

• Password field enter the password for the new user

• Confirm Password field re-enter the selected password

• First Name and Last Name fields enter the user's details

• Email field enter the email address of the new user

• Description field enter any explanatory text, if required

6. Select Advanced Mode check box and any of the following check boxes if

applicable:

3BBasic Administration Tasks

22BUsing the Agent Password Reset Utility

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• Enabled check box to ensure that the user is live in the system. If cleared the

new user exists in the system, and so can be granted security permissions, but

cannot log in

• User must change password at next Logon check box to prompt the new

user to change their password after their first login

• Password Never Expires check box to assign the password to the new user

indefinitely

• User cannot change password check box to prevent the new user from

being able to change their password

Only the User Name, Password and Confirm Password fields are required.

7. Click OK.

Assigning Administrator Privileges

Now you must give the tenant administrator the permissions necessary to manage the

system. This is done by assigning the new user to the administration group that was

automatically created when you created the tenant.

1. In the User Manager, click Administrator User to display the Edit User page.

2. Click Groups tab.

All users created are automatically assigned to the group Eve

ryone.

3. Select Advanced Users. The user’s permissions are automatically updated so

that they can manage users, folders, information notices and folder security

within the tenant folder.

It is possible to create your own groups with custom permissions, o

r to grant specific

permissions to individual users. See the Security Management section of the

User

Guide for Cisco Unified Contact Center

Domain Manager for details.

Using the Agent Password Reset Utility

Cisco Unified CCMP provides a Change Your Agent Password utility from which

agents can change their own passwords.

This page is reached by navigating to the URL: https://<CCMP

Server>/Portal/agent_manage_password.aspx. You do not need to have a Portal

user account to use the Change Your Agent Password page.

3BBasic Administration Tasks

22BUsing the Agent Password Reset Utility

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To change a password

1. Enter the Agent Username. This is the login name that you use to log into the

peripheral.

2. Enter the Agent’s current password.

3. Enter your new password for the Agent, and confirm.]

You cannot change a password for an Agent using SSO.

Password changes are subject to a small time delay while they are committed to

Cisco Unified

CCE.

Password Complexity Rules

Passwords for agents must conform to the password complexity rules defined in the

Cisco Unified CCMP.

The following settings can be configured:

• Password Format.

• Minimum Password Length.

• Maximum Password Length.

For more information about changing the password complexity rules in Cisco Unified

CCMP, please refer to the section on Security Settings located in the User Guide for

Cisco Unified Communications Domain Manager.

Unified CCE Password Compliancy

When using the resource management functionality of Unified CCMP to configure

Agent and Person entries Unified CCMP will prompt the end user for the entry of

logon credentials that agents will use to logon to their equipment.

Minimum length rules applied in Unified CCE will be honored through the Unified

CCMP Web User Interface to ensure that agents created/edited within Unified CCMP

may logon to their equipment with no further change.

Unified CCE provides the ability to set the minimum password length by accessing

the System Information section of Configuration Manager on the AW.

4BSystem Architecture

22BUsing the Agent Password Reset Utility

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System Architecture

The Unified CCMP system architecture is shown below. The top half of the diagram

is a traditional three-tier application. This includes a presentation layer (an ASP.NET

web application), a business logic application server, and a SQL Server database. The

lower half of the system architecture is a process orchestration and systems

integration layer called the Data Import Server and the Provisioning Server,

provisioning a connection to Unified Communications Manager (Unified CM) and

Unified CCE. Web Application

Figure 3-1 Unified CCMP Architecture

4BSystem Architecture

23BWeb Application

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Web Application

The user interface to Unified CCMP is by a web application that is accessed by a web

browser (Microsoft Internet Explorer). Access is gained through a secure login

screen. Every user has a unique user name. This user name is assigned privileges by

the system administrator, which defines the system functions the user can access and

perform.

The web application is hosted on the server by Microsoft Internet Information

Services (IIS).

Application Server

The Unified CCMP Application Server component provides a secure layer in which

all business logic is implemented. The application server component runs in a

separate service and is always hosted with the web server component. The

application server component also includes caching to improve performance and

audits all actions taken by logged in users.

Identity Server

The Unified CCMP Identity Server component provides a two factor identification

system that allows implementation of single sign-on, and access control. The

lightweight authentication service includes Local, Windows, and ADFS

authentication. Users can have mixed authentication modes, which define how a user

can access the system.

Data Import Server

The Data Import Server component is an Extract, Transform and Load application

for Unified CCMP. The Data Import Server component imports the data used in

Unified CCMP.

The Microflow Runtime is the heart of the Data Import Server component. It

orchestrates systems without resorting to low level programming languages. The

Microflow Runtime is a general purpose scripting environment and can be applied to

a wide range of problems. The term microflow describes any modular, reusable and

independent unit of business logic. An example microflow might update an agent on

the Cisco Unified CCE platform when changes are made through Unified CCMP web

server component.

Provisioning Server

The Provisioning Server component is also responsible for monitoring changes in

the Unified CCMP system and ensuring that those changes are updated onto Unified

CCE. The provisioning server component orchestrates the creation, deletion and

update of resources to Unified CCE and Unified CM.

4BSystem Architecture

28BHigh Availability

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The Unified CCMP Provisioning Service utilizes the Unified CCE ConAPI interface

to commit changes to the Unified CCE.

Provisioning changes are managed via periodic cycles performed by the provisioning

server. After a change has been committed by the ConAPI interface the Provisioning

Server will wait a configurable period of time (5 seconds by default), before moving

onto the next operation. This configurable throttle reduces the possibility of

overloading Unified CCE during busy times.

The provisioning characteristics of this service are as follows:

• For Agent > Skill Group relationships, the provisioning server will batch together

up to 100 requested operations into one request executed every provisioning

cycle.

• For all other items (for example Agents, Agent Teams and so on), all items and

relationships are treated as separate provisioning operation. These are executed

one by one honoring the configured provisioning throttle between operation

executions.

• By default this would mean that the creation of an Agent that is linked to one

Agent Team and two Skill Groups would create the following provisioning

operations:

• Agent Creations

• Agent to Agent Team relationship

• Bulk Agent to Skill Group relationship

High Availability

The Unified CCMP software provides a high-availability deployment option to

ensure that in the event of failure the system will remain operational and able to

support end user requests.

The high availability model is implemented across all components in the system.

Some components provide an automated failover and others require manual

intervention to restore operation.

The Unified CCMP High Availability model is an Active – Active model, where all

Unified CCMP and dependent services should be active and running under standard

operation.

Application Server to Database Connections

In a high availability deployment, there are two Database Servers. These database

servers have their information replicated using SQL Server Transactional

Replication. If a failure occurs on one side of the system then all data up to the point

of failure will have been replicated on the other database server.

The Application Servers test the databases periodically to identify health. If both

databases are healthy then the Application Server will connect to the local Database

Server. If one of the database health checks fails then the Application Server will

4BSystem Architecture

28BHigh Availability

Administration Guide for Cisco Unified Contact Center Management Portal

June 2017

18

automatically switch the connection to the other Database Server. There may be a

minor loss of service whilst the monitoring test and connection switch occurs, but the

Application Server will restore service to end users automatically once the next test is

performed.

Database Server Component Failover

The Database Server contains the Data Import Server and Provisioning Server

components of Unified CCMP. These components are essential to the standard

operation of Unified CCMP.

• The Data Import Server imports resources from the AW into the Unified CCMP

database.

• The Provisioning Server sends changes made in Unified CCMP (via the Web

Service APIs, or the web application) to Unified CCE.

Both the Data Import Server and the Provisioning Server monitor the connection to

the Unified CCE AW (or AWs) which they are configured to provision to. If one of

these tests fails, both services will automatically switch to perform import and

provisioning activity from the other side of Unified CCE.

Under normal operation, the Data Import Server and Provisioning Server will be

running on both sides of the Unified CCMP system. Both will maintain the required

connections to the AW which they then use for importing and provisioning. One side

of the Unified CCMP system will be marked as active and one side will be disabled.

This means that all provisioning and import activity is performed on only one of the

database servers.

To move provisioning and import activity to the other Database Server in a Unified

CCMP installation, use the Integrated Configuration Environment (ICE) Failover

Manager. For more information, see Integrated Configuration Environment (ICE) for

Cisco Unified Contact Center Domain Manager.

Only use the Unified CCMP Failover Manager to perform a planned manual failover,

for example to perform maint

enance on one of the servers. The service to be

switched must be running and fully operational on both servers, and the data must

have previously been synchronized between the servers. Do not use the Failover

Manager to switch between servers in a disaster

recovery scenario, for example if

one of the servers has failed or has corrupt data.

Provisioning and im

port activity must always be performed on the same server. This

is to avoid race conditions during high volume provisioning operations

.

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